Analyst, Solution Management- EN

CN; Edmonton; On-site; CAD 85,000 - 120,000; Full time

Job summary

CN is hiring an Analyst, Solution Management to provide technical support for the Rail Traffic Control (RTC) system and coordinate with I&T stakeholders to ensure product integrity and evolution. The role ensures SLA adherence, ITIL alignment, and high-quality support while acting as the primary escalation point.

Work includes incident management, release coordination, and collaboration with SMEs to document processes and best practices; 24/7 on-call coverage and North America travel may be

Qualifications

• Graduates with the required technical knowledge will be considered for this role.
• Experience in a 24/7 support environment.
• Bachelor’s degree or equivalent work experience as listed.

Responsibilities

• Maintain and support Rail RTC systems to ensure smooth operations.
• Coordinate system changes with all relevant stakeholders.
• Lead incident resolution and RCA investigations within SLAs.
• Develop and maintain documentation for processes and procedures.
• Assist with release planning and deployment to production.

Skills

Release management

Systems analysis

CI/CD practices

APIs

Scripting

Problem solving

Communication

Cross-functional collaboration

Education

Bachelor’s Degree in CS/IS

Tools

ServiceNow

GCP

Kubernetes

PowerShell

Linux

CockroachDB

SQL

Anthos

Kafka

CI/CD

APIs

Job description

Job Summary

The Analyst, Solution Management role is responsible for providing technical support to the Rail Traffic Control (RTC) system and coordinating with other Information and Technology (I&T) stakeholders to ensure the integrity and evolution of the products they are accountable for. The role ensures that these products perform within agreed-upon Service Level Agreements (SLAs), adhere to I&T standards (e.g., Security and Architecture), maintain support excellence, and always stay current. Acting as the primary escalation point during problem resolution, the incumbent keeps business stakeholders informed of progress.

Job Summary

The Analyst, Solution Management role is responsible for providing technical support to the Rail Traffic Control (RTC) system and coordinating with other Information and Technology (I&T) stakeholders to ensure the integrity and evolution of the products they are accountable for. The role ensures that these products perform within agreed-upon Service Level Agreements (SLAs), adhere to I&T standards (e.g., Security and Architecture), maintain support excellence, and always stay current. Acting as the primary escalation point during problem resolution, the incumbent keeps business stakeholders informed of progress.

Main Responsibilities

Critical Systems Operations and Support

• Maintain and support critical Train Dispatch Systems to ensure smooth train operations
• Setup, configure, and maintain system servers and workstations
• Configure, test, and install vendor system releases
• Prepare, test, and implement database changes
• Troubleshoot system issues, conduct Root Cause Analysis (RCA), and implement resolutions
• Participate in the development of a new critical dispatch system (i.e., PDS2.0) being developed by Wabtec
• Provide first-line support for the system once in service, focusing on improving performance and availability
• Automate and optimize support tasks
• Ensure compliance with all relevant CN I&T standards (e.g., Security, Architecture, Project Delivery Methodology, Sarbanes-Oxley (SOX), Information Technology Infrastructure Library (ITIL))
• Maintain and Support the Office Communication Gateway (OCG) and Aserver systems, and assist with the packet switch migration to the OCG project

Release, Change and Incident Management

• Coordinate system changes with all relevant stakeholders
• Lead incident resolution, ensuring full recovery and resolution within the SLA, followed by problem investigations, including defect creation
• Handle releases, defining implementation plans including deployment, cutover, and fallback and ensure successful deployment to the production environment
• Effectively and promptly inform business stakeholders of recovery activities

Documentation, Training and Collaboration

• Interface with business colleagues, I&T Help Desk, I&T Command Center (ITCC), I&T support teams, or vendors
• Collaborate with team members to enhance overall support and product evolution activities
• Create, update, and manage comprehensive documentation for internal processes, procedures, and best practices
• Collaborate with Subject Matter Experts (SMEs) to ensure accuracy and relevancy of documentation
• Develop clear and concise job aids, manuals, and instructional materials to support training and onboarding efforts
• Establish a central repository for easy access to documentation by team members
• Regularly review and update existing documents to reflect process changes
• Provide training and support to team members on effective use of documentation resources

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and stress with changing projects. The role is required to be on-call 24/7 on a rotating schedule with colleagues and may be required to respond to emergency situations. The role requires minimal travel (5%) within North America.

Requirements Experience

Support Environment

• Graduates with the required technical knowledge will be considered for this role
• Experience in a 24/7 support environment

Education/Certification/Designation

• Bachelor’s Degree in Computer Science, Information Systems, or equivalent Degree, Diploma, or work experience

Competencies

• Applies critical thinking
• Knows the business and stays current on industry needs
• Demonstrates agility and drives change
• Collaborates with others and shares information
• Sets direction and inspires others
• Communicates with impact
• Identifies needs and finds solutions to create value for all stakeholders

Technical Skills/Knowledge

• Strong understanding of release management processes and best practices
• Proficient in analyzing systems and processes with a focus on innovation and process improvement
• Knowledge of various deployment strategies
• Knowledge in Continuous Integration (CI) and Continuous Deployment (CD) practices
• Proficient in scripting using various scripting languages
• Knowledge of Application Programming Interfaces (APIs)
• Familiarity with the following tools and platforms: ServiceNow, Google Cloud Platform (GCP), Kubernetes, PowerShell scripting, Linux operating systems, CockroachDB, Microsoft Structures Query Language (SQL), Anthos, and Kafka

About CN

CN is a premium railroad that sustainably generates value for our customers, shareholders, employees, and stakeholders with an unwavering commitment to safety and service. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. CN's network connects Canada's Eastern and Western coasts with the U.S. South through a 20,000-mile rail network. CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN powers the North American economy and is committed to programs supporting social responsibility and environmental stewardship.

At CN, we are dedicated to building North America's safest , most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates often don't apply unless they feel they fit the job posting at 100%. To all potential applicants, even if you don't meet every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please get in touch with our team at [e-mail].

As an equal opportunity employer, qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.

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